Does the issue happen with local library music, streaming service music, or both?
· *Only streaming* music is affected.
Please select the streaming service(s) with which you're encountering playback problems.
· KKBOX
Have you tried logging out and back in again to your streaming service in Roon Settings?
· Logging out and back in had no impact, the issue remains
Do you have an approximate timestamp of when the issue last occurred?
· happens across the board
What are the make and model of the affected audio device(s) and the connection type?
· PC? what is this asking
Describe the issue
Just got kkbox... everything else works, I got my kkbox account connected, I am on the trial for now. the kkbox app works itself, though it does not play in roon. either it a) says "too many failures" or b) starts, the light comes on, then loads again, repeat and never actually plays anything. option a seems to be when I try to play something that shows up on roon but doesnt on the kkbox app, but I'm not sure why b happens.
Describe your network setup
Just my computer for now, I havent set up arc yet to access from other networks, but I set it up so I can play it on my phone. I started roon yesterday..
Does the same issue happen if you try to navigate to a track via the KKBox side-bar items? Are you able to reproduce the issue across multiple audio zones or is it just happening on one zone?
We’ve gone ahead and enabled diagnostics for your account. Based on the available log data, all songs by Taeko Onuki appear to have played without any issues.
Could you kindly try reproducing the issue again and provide us with the exact timestamp of when the problem occurs? This will help us investigate further.
Hi @Benjamin_Shalumov,
Thanks for the reply — we are aware of the symptoms you’re experiencing. What we need is an exact timestamp of when the issue occurs. That will help us pinpoint the relevant section in your logs and potentially identify the root cause.
Could you please make a note of the exact date and time the next time the playback issue happens and let us know? That information will be really helpful in moving forward.
I’m really not sure what you mean. It doesn’t play at all, it starts and fails playing immediately. at 0:00, like I said, they don’t start, they don’t play anything
According to diagnostics, the tracks that fail are returning an “unauthorized” status from KKBOX due to regional restrictions. This is upstream of Roon and at the level of the KKBOX account and geolocation of the IP address. Their distribution channels don’t have standing agreements for certain content to be played in the region from which your IP address is requesting these URLs.
This would normally present an error in the Roon UI rather than simply refusing to play. Please allow us a chance to escalate to development and we’ll have a more precise response.
Thanks for the additional info - that may explain the “unauthorized” status from KKBOX due to regional restrictions.
You likely need an account tied to the country you’re accessing KKBOX from. Depending on the country your friend’s account is from, you could always test out setting up a VPN originating from the same location - although that may cause the opposite effect from your other streaming services.
Can you please try to reproduce the issue again and let us know the exact local time + date + track you next notice the behavior on?
I am looking over your Roon account diagnostics and I see something strange, which is that Roon is saying you don’t have any favorites or albums saved on KKBOX (and you are using a Singapore subscription type). Is this accurate, or is there supposed to actually be tracks saved to your account?
I assume you have tried to log out and back into KKBOX in Roon Settings → Services? If so, you can also try to clear out the Roon cache with the below instructions:
